Onsite Support Engineer

Turing Consulting is seeking several versatile and delivery-focused Onsite Support Engineers with the following skills Job Description:Provide Level 1 / Level 1.5 technical support to end users for hardware, software and IT-related issues.Provide end-user support and assist users with technical queries and how-to requests.Troubleshoot hardware, software, Windows and Microsoft 365-related issues.Support and manage end-user devices using Microsoft Intune.Log, manage and update incidents and service requests using ServiceNow.Perform incident investigation, resolution and escalation in line with defined processes and SLAs.Provide basic support for Exchange / Exchange Online issues.Follow established ITIL/ITSM procedures for incident and service management.Work closely with the EUC / End User Computing service provider to resolve issues and ensure timely escalation where required.Deliver a high level of customer service, treating users professionally and maintaining positive relationships.Work effectively in a banking environment, following relevant security and operational procedures.Quickly understand new processes, tools and environments and become productive with minimal ramp-up time.Must-Have Skills:2–3 years of hands-on Microsoft Intune experienceL1 / L1.5 Service Desk or EUC Support experienceBanking / Financial Services domain experienceStrong Customer Service and End-User Support experienceHardware and Software TroubleshootingMicrosoft 365 (M365) support experienceServiceNow experienceITIL / ITSM knowledge and experienceBasic Exchange / Exchange Online knowledgeExperience in Incident Management, Resolution and EscalationExperience working alongside an EUC / End User Computing service providerStrong communication and problem-solving skillsAbility to learn quickly and start working with minimal trainingNice-to-Have Skills:Walk-up / Service Centre support experienceVIP or executive user support experienceWindows endpoint management experienceActive Directory / Entra ID knowledgeExchange Online administration/support experienceExperience working in an SLA-driven enterprise IT environmentKnowledge of standard banking IT security and support practices

Responsibilities

Provide walk-up service center support at BOQ office during BOQ standard business hours, excluding public holidays. The engineer will take the support of the incumbent EUC Service Provider as appropriate.Provide immediate access to walk-up end users for hardware and software support - Follow all documented procedures for resolution and escalation of incidents.Provide Authorized Users with required support for how-to questions and other IT-related questions.Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT. Ensure all unresolved issues are escalated via the appropriate escalations path in a timely manner.